Hank's Fine Furniture

We bought a loveseat with intentions of buying a matching one at a later date. Before we returned to buy matching loveseat, our purchased loveseat began to squeak whenever we sat in it and rocked. we went to store to find out the manufacturer had redesigned this particular line due to the squeaking. They had also changed the fabric so now we cant get a matching piece. We were told this would not be a problem when we bought it. We have also had the repair tech come out and work on our loveseat due to squeaking but it still squeaks. We have been told we are basically screwed about getting a matching set. I believe they will let the warranty run out before agreeing it cant be fixed and we will be stuck with a couch that squeaks and we cant match too. Vey unhappy and will never buy from here again if this can’t be resolved. This is not a good store or management.

Good morning,
We recently purchased a Potter reclining sofa, console love seat and bookcase from the Hank's furniture store in Pensacola, FL. We have encountered countless issues with our purchase. I went into the store yesterday to find some resolution to our issues. Unfortunately, the customer service is awful. The staff is low quality and lazy. First, the sales associate, Austin Reeder, forgot to give us our military discount, thankfully that issue was resolved during our first visit. But then, he forgot to put us on the delivery list and we were delayed an additional week to get our furniture delivered. Then, the day our couches were due to deliver the bookcase arrived broken, so we only got our couches. The bookcase was delivered the following week. The sofa arrived with a light that did not work and the center charging console makes a high pitch humming sound that makes me worry about safety, as this is the couch where our kids sit. We were told to call the hanks office to get a furniture repair, which I called to schedule, however it took multiple phone calls and two weeks to even get the tech out. He confirmed the couch issues and notified the store we bought them at. I have been corresponding back and forth with almost every member in that office for the last three weeks since the repair man was at our home and every time I was told that the items are on order and to be shipped, but every time I have called I was told I would get a call back and have not, except once. In total I have made at least 7 calls to get answers and help. Finally, I went into the store to get a partial refund for the lack of help as I am sick of nothing getting done and wasting my time here. The "manager", which I believe her name was Sharon, was playing on her phone when I walked in, when I addressed my issues and wanted resolution she referred me to another employee, Corbin I believe, who also was unhelpful and was told there was NOTHING they could do because we already had the couches in our home. As a buyer, I should not have to give reminders and have to stay on top of these employees to manage my furniture repairs. I feel like this process has been a waste of time and money. I want to talk to someone as soon as possible in regards to getting a partial refund for the sofa that is not working properly and I am not interested in the protection plan any longer.
Sincerely,
Kim Pekala